Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.
The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product , configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.
. Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering
. Responsible for the customer support experience with Microsoft
. Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
. Identify cases that require escalation (either technically or strategically)
. Create and maintain incident management requests to product group or engineering group
. Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
. Provide ramp activities, knowledge sharing, technical coaching and mentoring
. Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
. Lead or participate in building communities with peer delivery roles may be workload or specialty specific
english language: fluent in reading, writing and speaking.
. ba/bs degree or equivalent
. excellent understanding of database concepts and deployments
. strong relational database management system (rdbms) knowledge and experience.
. hands on experience on sql dba activities
. experience supporting or maintaining complex mission critical database solutions, rdms technologies, and/or sql language
. experience troubleshooting sql server 2008 r2, 2012, 2014, 2016, 2017 & 2019 or open-source databases like mysql, postgre sql, etc.,
. solid knowledge on performance tuning and database design, t-sql language
. experience in capacity planning, sizing sql server environments and high availability configurations like clustering and availability groups will be an advantage.
. strong problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
. industry experience with microsoft server products, network connectivity, unix or other operating systems, migrating databases to the cloud or upgrading from one version of microsoft sql server to a higher version.
. excellent communication skills - verbal, listening, and written (including technical writing).
. passion for technology, lifelong learning and professional development.
other experience: optional
. data sources: mongodb, cloudera, teradata, oracle, db2
. experience with linux script-based development environments and tools (perl, python, ruby, php, etc.)